Senior D365 CS Consultant – Process Transformation

Vivid Resourcing; Antwerpen; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Vivid Resourcing in Belgium is seeking a Senior Dynamics 365 Customer Service Functional Consultant to support a global service transformation programme. The role is 90% D365 Customer Service functional and process focused, with 10% business-facing work, and regular presence in the Antwerp office is strongly preferred.

You will collaborate with business stakeholders, solution architects, developers and project teams to ensure the design, delivery and adoption of customer service processes and

Qualifications

• Strong hands-on Dynamics 365 Customer Service experience is mandatory.
• Experience configuring the standard D365 Customer Service module.
• Understanding of customer service, case management, and service operations.
• Experience with process mapping, optimisation, and business transformation.
• Ability to translate requirements into scalable D365 solutions.
• Excellent stakeholder management, communication, and workshop facilitation.
• Ability to challenge stakeholders and drive improvements.
• Experience in manufacturing or industrial service organisations desirable.
• Power Platform experience includes D365 Customer Service implementations; generic Power Apps alone not sufficient.
• Experience with other CS platforms such as Salesforce Service Cloud, ServiceNow CSM, Zendesk, Genesys, Freshworks is advantageous.
• Willingness to work regularly from the Antwerp office.

Responsabilités

• Own and optimise end-to-end customer service processes within Dynamics 365 Customer Service.
• Translate business requirements into standard D365 functionality, promoting best practices and minimising unnecessary customisation.
• Design and improve processes covering case management, service requests, contracts, entitlements, SLAs, interventions, quotations, approvals, and invoicing.
• Lead functional workshops, requirements-gathering sessions, and process-mapping activities.
• Define user stories, functional requirements, and acceptance criteria, while supporting backlog refinement.
• Work closely with technical teams and solution architects to ensure solutions align with agreed business processes.
• Identify process gaps, challenge legacy ways of working, and drive process harmonisation.
• Support testing, deployment, user adoption, and change management activities.
• Act as a trusted functional advisor to senior service stakeholders.

Connaissances

Dynamics 365 CS

Stakeholder management

Workshop facilitation

Process mapping

Power Platform

Change management

Manufacturing domain knowledge

Outils

Dynamics 365 Customer Service

Description du poste

Vivid Resourcing in Belgium is seeking a Senior Dynamics 365 Customer Service Functional Consultant to support a global service transformation programme. The role is 90% D365 Customer Service functional and process focused, with 10% business-facing work, and regular presence in the Antwerp office is strongly preferred.

You will collaborate with business stakeholders, solution architects, developers and project teams to ensure the design, delivery and adoption of customer service processes and